This activity will need to be observed. Your assessor has a list of criteria to base your assessment on.

For this task, you will be provided with details of a customer complaint. Working with 2-3 of your peers, discuss the situation and together develop three different options for resolving the issue(s) presented.

Your solutions should take into account the needs of the customer, as well as general organisational procedures for handling this type of issue (generalised procedures may be used where you don't share a workplace with your group).

Document your chosen solutions. These will be used for the next question.